U.S.

Department of Homeland Security

500 C Street SW
Washington, DC 20472

W-05054

September 21, 2005

MEMORANDUM FOR: Write Your Own Principal Coordinators and the NFIP Servicing Agent

FROM: David I. Maurstad

Acting Administrator / Director
Mitigation Division
Federal Emergency Management Agency

SUBJECT: Hurricane Katrina - Flood Claim Handling Standards

The numbers and severity of Katrina flood losses are unprecedented in the history of the National
Flood Insurance Program (NFIP). The complexities presented, both logistically and in terms of
claim handling itself, have not been encountered before. To date, the WYO companies and the NFIP
Servicing Agent have reported 150,000 claims. As a point of reference, the NFIP handled 74,000
flood claims nationwide in 2004. The situation requires innovative claim handling that will assist
our policyholders to quickly recover from these losses, while maintaining adequate controls over
NFIP funds.

FEMA, with the help of claims experts from some of our WYO companies, has sought to identify
characteristics of flood claims that would lend those losses to an expedited claim handling process.

As a result, we have developed three processes, described in Attachment A, for handling claims with
specific characteristics. Process # 1 should be used to expedite the claims handling of structures that
have or have had standing water in them for an extended period of time. In order for your company
to participate in this process, you must be able to acquire a reliable square foot measurement so that
an accurate value can be developed. Some companies have a homeowner policy base that largely
matches the flood policy base and may develop the square foot measurement from that information.

Process # 2 is to be used when it has been determined that the structure has been washed off its
foundation by flood water and the square foot measurements are known. The company should use
the same settlement procedures as in process # 1. All other claims require a site visit and will be
handled using the company’s normal claim procedures (process # 3).

www.fema.gov
Hurricane Katrina – Flood Claim Handling Standards
September 21, 2005
Page 2

As part of a separate e-mail to individual companies, we will provide depth data that includes three
sets of data identified by the value in the “floodarea” field. One set includes areas that are known to
have flooded (identified as “in”). The second set includes areas that may have flooded (identified as
“near0”). The third set includes areas that did not flood to the best of our knowledge (identified as
“out”). If a company receives a claim for a risk located in an area identified as “out” in the third set,
it cannot use process # 1 or # 2.

Attached to this memorandum are three documents:

Attachment A: Description of Katrina Expedited Claim Handling Processes;
Attachment B: File Documentation Requirements; and
Attachment C: Example of a Valuation Worksheet

The NFIP’s general adjusters will be involved in closely monitoring the performance and procedures
of the WYO carriers utilizing this process. Their activities will include site visits to field operations
and the homes and businesses of insureds.

The existing NFIP fee schedule will be modified for the claims handled by processes # 1 and # 2.
The fee will be $750.00 for each claim + $400.00 if a site visit is necessary at a later date. Process
# 3 will be paid based upon the existing NFIP fee schedule. FEMA will not seek reimbursement
from the company when a subsequent review identifies overpayments resulting from the company’s
proper use of the FEMA depth data and a reasonable method of developing square foot value in
concluding claims.

If your company has a method of acquiring reliable square foot measurements and wants to
participate in these processes of handling Katrina claims, please reply to Jim Shortley or Tim
Johnson at: James.Shortley@dhs.gov or Timothy.Johnson@dhs.gov. If your company chooses not
to participate in process # 1 or # 2, it should still use process # 3 for those circumstances.

Attachments (3)

cc: Vendors, IBHS, FIPNC, WYO Marketing Committee, Government Technical Representative

Suggested Routing: Claims, Marketing, Underwriting

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 Elevation Rated
FEMA provides flood elevation = 2.7 ft NGVD29
Adjuster determines low floor elevation = -1.2 ft NGVD29
Depth in risk = flood elevation – low floor elevation
Depth in risk = 2.7 ft NGVD29 – (-1.2 ft NGVD29)
Depth in risk = 3.9 ft

Flood elevation = 2.7 ft NGVD29

Depth in risk 3.9 ft

0.0 NGVD29

Low Floor elevation = -1.2 ft NGVD29

 Non-Elevation Rated
FEMA provides depth relative to ground = 5.4 ft
Adjuster determines low floor height above ground = 1.5 ft
Depth in risk = FEMA provided depth = low floor height above ground
Depth in risk = 5.4ft – 1.5 ft
Depth in risk = 3.9 ft

Depth in risk = 3.9 ft

Depth provided by FEMA = 5.4 ft above ground

Height = 1.5 ft above ground

Prevailing ground elevation
 ATTACHMENT - B

FILE DOCUMENTATION

#1
• Insured and coverage information
• Activity log
• Adjuster’s narrative report
• NFIP final report
• Water Depth data or equivalent
• Valuation worksheet – including square footage
• Contents information – listed by major categories
• Letter to insured including ICC language

#2
• Insured and coverage information
• Activity log
• Adjuster’s narrative report
• NFIP final report
• Company obtained data such as water depths, aerial photographs or the equivalent
• Valuation worksheet – including square footage
• Contents information – listed by major categories
• Letter to insured including ICC language

#3
• Normal Claim Handling Procedure (with the exception that personal property may
be grouped)
• Letter to insured including ICC language

1
 ATTACHMENT - C

VALUATION WORKSHEET
- EXAMPLE -

Policyholder Structure

Policy Number: 1-2345-6789-0

Name: Donald Waters
Property Address: 1234 Main Street
Hammond, LA 70402

Date of Loss: 08/29/2005

Date Assigned: 09/05/2005

Structure Type
Configuration: 100% - 1 Story
Style: Ranch
Built In: 1988
Purpose: Single Family
Sq. Feet: 1,500
Roof Type: 70% Gable
30% Hip
Overall Quality: Average

Foundation
Shape: L Shape
Construction: 100 % Basement
Lot Slope: None/Moderate
Foundation: 100% Concrete

Room Information
Living Space: 1 Hallway
1 Living Room
1 Nook
Bedrooms: 3 Bedrooms
Kitchen: 1 Kitchen
Bathrooms: 2 Full Baths
Utility/Closets: 1 Laundry Room
1 Linen Closet
1 Pantry
1 Utility Room
1 Walk-in Closet
Garage 1 Two-Car Garage

1
 ATTACHMENT - C

VALUATION WORKSHEET
- EXAMPLE -

Room Finishes and Features

Wall Materials 100 % 1/2” Drywall over Wood or Steel Framing - Ready to Paint
Wall Finishes 75% Paint
10% Open – No wall or included in home’s exterior wall finish
15% Wallpaper
Ceiling Finishes 100% Paint
Floor Covering 70% Carpet
30% Ceramic Tile/Slate

Room Features 1 Cathedral/Vaulted Ceiling

2 Ceiling Fan
3 Corner or Crown Molding
3 Chair Rail
8 Recessed Lights
1 Chandelier
Avg. Interior Wall Height 8’0”

Kitchen and Bathroom

Kitchen Appliances 1 Garbage Disposal
1 Dishwasher
1 Range Hood

Bath Fixtures & Features 1 Acrylic/Fiberglass Tub or Shower Surround

1 Ceramic Tile tub or Shower Surround
1 Extra sink (one sink is included w/each bathroom)

Counter/Vanity Tops 50% Plastic Laminate Countertop

50% Tile Countertop

Cabinet/Vanity Features 1 Peninsula Bar (enter the number in all selected rooms)
1 Island

HVAC

Heating, AC, and Fireplace 1 Forced Air Heating System

1 Central Air Conditioning
1 Masonry Fireplace

Home Specialty 1 Intercom System

2
 ATTACHMENT - C

VALUATION WORKSHEET
- EXAMPLE -

Appurtenant Private Structures - Garage

Interior Wall Material 100% 1/2” Drywall over wood or steel framing, ready for paint

Interior Wall Finishes 100% Paint

Ceiling Finishes 100% Paint
Floor Covering 100 % Paint/Epoxy Finish on Concrete
Ext. Wall Finishes 25% Brick Veneer
75 % Stucco
Roof Covering 100 % Tile

Exterior Finishes and Features

Exterior Wall Finish 25% Brick Veneer

75 % Stucco over Framing
Exterior Feature 2 Exterior Doors
1 Patio Door
1 Double Garage Door

User Defined Redwood Deck

3
 ATTACHMENT - C

VALUATION WORKSHEET
- EXAMPLE -

Cost Breakdown

Appliances $ 6,711.86
Electrical $ 5,707.87
Exterior Finish $ 18,547.45
Flooring Covering $ 5,679.71
Foundation $ 13,417.25
Heating A/C $ 4,521.89
Interior Finish $ 30,340.40
Roofing $ 12,641.20
Rough Framing $ 20,409.52
Windows $ 4,353.20
Special Features $ 1,503.18
Additional Features $ 4,200.00

Sub Total $128,033.53

Permits &Fees $ 0.00
Overhead & Profit $ 26,485.54
Sales Tax $ 4,394.15 (If not already included in pricing)

Estimated Replacement Cost

$158,913.22

Cost per SF Finished Living Area $105.94 (The Replacement Cost/SF of finished Living
Area only)
Cost per SF Total Structure $ 45.66 (The Replacement Cost/SF of Finished and
Unfinished Areas)

Dwelling Replacement Cost $158,913.22

The Replacement Cost Figure represents the estimated reconstruction cost for the above described
residence and includes such things as labor and materials and contractor profit and overhead.